Overnight Onboarding Specialist (Shift Work)

About the company

Fresha is an AI-driven operating system built for the global beauty, wellness, and self-care sector. It supports businesses such as salons, barbers, spas, medspas, fitness studios, and healthcare practices.

Used by millions of customers and businesses around the world, Fresha serves 140,000+ businesses and 450,000+ stylists and professionals, and has handled more than 1 billion appointments so far. The company is based in London, UK, and operates through 15 offices across North America, EMEA, and APAC.

Its platform helps consumers find, book, and pay for appointments through a marketplace, while businesses use a unified system for operations, financial tools, bookings, customer records, marketing automation, loyalty, inventory, and team management. The marketplace also helps partner businesses grow through online bookings, automated marketing, and integrations with major platforms such as Instagram, Facebook, and Google.

Role overview

Fresha is hiring an Onboarding Specialist to support its rapid growth and partner expansion. The role reports to the Head of Onboarding and works closely with Business Development and Account Management teams to ensure partner data is built accurately and migrated efficiently through inbound and outbound onboarding flows.

This position suits someone who enjoys working independently in a fast-moving environment, can adapt quickly, and wants to contribute meaningfully to the business.

Location, schedule, and training

This role is based in Pristina, Kosovo, and requires full-time in-office attendance five days a week at the Pristina office: Prime Residence Pejton, Rruga Ukshin Hoti, Prishtina 10000.

The team operates on a 24/5 onboarding schedule, and the role includes shift work from Sunday night through Thursday night. Training lasts for 2 months in office, with working hours from 9:00 am to 6:00 pm.

Target start date: July 1, 2026. Salary: EUR 1,260 gross per month.

What you'll do

• Explain the onboarding journey clearly and set proper expectations for each project.
• Support and train partners on the Fresha platform so they adopt and use it effectively.
• Check work carefully and maintain strong quality standards throughout onboarding.
• Track timelines, task progress, and all partner communication.
• Manage the full partner onboarding process, including risks and objections.
• Learn each partner’s business needs and identify how Fresha can help solve them.
• Stay informed about the beauty and wellness sector and how these businesses operate.
• Review competing software, document workflows, and look for process improvements.
• Prepare and share training resources such as video walkthroughs, meeting notes, and help-centre articles.
• Encourage partners to use the platform fully, including payment and add-on features.
• Create precise HubSpot tasks and use Loom recordings to communicate instructions clearly.
• Clean and prepare data sheets, then use CSV migration tools to upload data in bulk.
• Support partners in receiving a smooth and positive onboarding experience.
• Use HubSpot accurately to reflect onboarding progress and assist with banking and KYC verification while staying compliant.
• Look for ways to improve product features, internal processes, and the partner experience.
• Work across teams in different time zones and across markets with different languages.
• Escalate product or migration-tool issues to the support team for resolution.
• Handle ad hoc product questions and partner data migration requests.
• Cover teammates and partner projects when needed as part of a collaborative team culture.

Requirements

• Commercial awareness and a clear understanding of partner onboarding priorities.
• Ability to manage expectations from the beginning of the engagement.
• Very strong organisation and time-management skills.
• Excellent spoken and written English communication.
• Strong Excel skills; data-cleaning ability is an advantage.
• Project coordination experience or a relevant certification is preferred.
• Experience in the beauty and wellness industry or in a start-up/scale-up tech environment is an advantage.
• Ability to identify problems and opportunities and turn them into practical solutions.
• Good analytical and troubleshooting capabilities.
• Confidence influencing others through communication and negotiation.
• Comfort working in a fast-paced environment that changes often.
• Creative problem-solving mindset.
• Ability to build relationships across teams and positively influence upsell opportunities.
• Team-oriented attitude and willingness to step in wherever needed.
• Self-driven, proactive approach.
• Additional languages are considered an asset.

Interview process

The selection process includes an in-person meeting with the Managing Director focused on skills and experience, followed by a panel video interview with the hiring team covering technical ability and cultural fit. The company aims to complete the process and share feedback within 2 weeks. Each application is reviewed manually, and while the team tries to assess applications within 7 days, high application volume may extend that timeline.

Additional information

This is a shift-based role within a 24/5 onboarding team. The onboarding lead time averages 7 business days per Onboarding Specialist. The role requires consistent office attendance and close collaboration across business functions.